Stop False Claims with Pre & Post Images at Your Repair Shop

Imagine a customer visits your cell phone repair shop and says,

MY PHONE WAS NOT SCRATCHED BEFORE I GAVE IT TO YOU!

YOUR TECHNICIAN DAMAGED MY CHARGING PORT!

I WANT MY MONEY BACK; THIS IS CARELESS!

Ah, this is written in caps because you probably can relate to this as a repair store owner—and it is frustrating, infuriating, and as annoying as it sounds. 

But when such a situation arises, who should you trust? The technician or the customer?

We’ll tell you the answer. Trust the evidence. 

What Kind of Evidence Are We Talking About?

Such situations pop up all the time at your repair shop, where either a customer comes back to you claiming that their cell phone is damaged or it really is a mistake at your technician’s end. At this point, it is not about choosing sides; it is about protecting the integrity of your repair business. To avoid running into such situations, you need an online repair ticket management system. 

A key point to remember is that you don’t just need any random software for repair shop management, but one that allows you to keep a record of pre- and post-repair images along with a checklist against each ticket that is created in your shop. Such a step is vital to avoid unnecessary miscommunication, delays, or, worst of all, bad relations with customers. 

The Power of Pre & Post-Repair Images

These aren’t just images; these are proof against false claims, accusations, and situations that you, as a repair shop owner or as a customer, might face when working within this industry. With good repair and service management software, you can 

• Take pre-repair images to pinpoint the exact condition the device was in when it was handed over to the repair shop.
• The post-repair images allow you to cross-check the condition after the repair job. That way, no scam can take place. 

How Is This Feature a Lifesaver for Both Repair Shop Owners and Customers?

Win Customer’s Trust 

Over 55% of customers now trust fewer companies than they used to. Offering such a service instills trust in your customers and shows that you, as the cell phone repair store owner, care. 

Make Technicians More Careful 

Not always can a customer be at fault. As much as there is a chance that a customer is trying to claim something that was their fault, the same is the case at your technician’s end as well. However, through the repair ticket management software, you will know precisely who you assigned the job to, what the device looked like before the repair, and if any damage was caused after the repair. Truly see if it really is a fault at your technician’s end!

Safeguard your reputation.

By documenting each repair, you can simply show the customer or the technician the repair device and let the evidence speak for itself. 

The Bottom Line

All businesses depend on one thing: a good reputation. If that is at stake in any manner, then cases like these will often occur. Every repair ticket is a valuable story. Make sure yours ends with trust, not dispute.